The role of Customer Service Representative (Level 2) is primarily responsible for providing attentive customer services to providers. The representative will provide timely and accurate responses in a professional and courteous manner utilizing defined processes and guidelines. Responsibilities include answering routine inquiries, resolving issues, and delivering exceptional customer experiences.
Essential Functions:
- Using top-notch interpersonal skills, being able to understand customers’ inquiries or complaints and deal effectively with callers who may be frustrated or anger.
- Handling inbound calls/outbound calls, voicemails, and emails from providers regarding a variety of requests related to benefits, eligibility, network/authorizations, claims inquiry, claims escalations and reconsiderations / appeals.
- Possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
- Using excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections.
- Identifying, researching, and resolving customer issues using different databases.
- Follow-up on customer inquiries not immediately resolved.
- Consistently meeting established performance and quality standards.
Knowledge, Skills, and Abilities:
- Graduation equivalent degree required.
- Customer service experience in a call center environment of 18 to 24 months – with a Healthcare focus - Medicare/Pace/Claims knowledge preferred.
- Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness.
- Strong personal computer usage and internet proficiency skills. Having Microsoft Excel knowledge is an added advantage.
- Ability to learn and navigate new software quickly.
Work Environment:
- This job is operated in a professional office environment with a conversational noise level.
- No substantial exposure to adverse environmental conditions is expected.
- Moderate pressure to meet scheduled appointments and deadlines.
Benefits:
- Group Medical Insurance
- Office Transport
Shift Timings: US Shift – 8AM to 5PM (EST, CST, MST, PST). Based on business requirements.
Pay: ₹300,000.00 - ₹550,000.00 per year
Benefits:
- Commuter assistance
- Health insurance
- Provident Fund
Work Location: In person
